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Manager Customer Service

Mableton, Georgia, United States
August 28, 2018

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Steven M. Luce, Sr.


Atlanta Area


Information Technology and Telecom Management professional (veteran USMC) with extensive technical support and call center experience. Improved performance of multiple teams through empirical data analysis and continuous process improvements by establishing documented procedures and staffing models for production efficiency, cost effectiveness, and exceptional customer service levels in the areas of service delivery and service activation that supported multiple protocols and applications. Highly adaptive to process changes driven by fast paced changing customer and business needs. Excellent customer service skills and seek effective resolutions to challenging issues that benefit the customer, internal teams, and the company. Proven talent manager identifying and optimizing employee’s skill to business needs while providing advocacy and opportunities for advancement based on tracked performance levels.

Goodman Networks

Senior Maintenance Manager

(2016 – 2017)

Manage team of technicians monitoring national customer Distributed Antenna Systems (DAS) performance, manage Network Operations Center (NOC).

Established monitoring capabilities for all customers

Created standard procedures, trouble ticket noting, key performance indicators, and reports for customers

Established budgetary forecasts and quoted Maintenance and Monitoring (M&M) contracts

Established profit building contracts to support M&M customers


Facilities Engineering Manager

(2012 – 2016)

Manage team of dispatchers (41) tracking remote technicians to repair cell towers nationwide. Maintained logistic and operations of call center. Create teams and hire teams for IT Support, physical security, and maintain morale.

Recognized as best in class dispatching center – 2015; Processes replicated in UK, Poland, Brazil, Germany and African centers by Ericsson Global Centers

Improved Customer Premise Equipment efficiency from 48% to 99.97% and maintained that level for over last 18 months

Improved Compliance Reporting from 93% to 98.87% for last 9 months service impacting notifications (100% for 4 months)

Upgraded Automatic Call Director (ACD) management overlay creating managing documentation used by manufacturer for their document improvements

Created Operations Review for the center to assist in driving improvements and efficiencies increasing automation to 50%+

Managed installation of two Automatic Call Director (ACD) systems for call management and administrate call queues and all reporting reducing Abandoned Call Rate to 3%

Manage and train installation of security systems, network Intranet, wireless systems for multiple organizations in building

Managed installation of Audio-visual system monitoring national weather, technician location, dispatching performance, and local events

Managed vendor installation and upgrades to ACD systems, Network routers, and security systems

Facilitated off shoring of personnel, work load, and communications to Mexico saving $3.2 million in operating costs


Dispatch Manager

(2009 – 2012)

Manage teams of dispatchers ranging from 11 – 18 team members dispatching RF, Switch, Trans Ops, and CPE technicians nationwide. Develop processes, hire staff, and create new dispatch center.

Created, tracked, and maintained employee schedule to ensure attendance and monitor vacation balances for 125 employees reducing staffing absenteeism to 7% scheduled and 5% unscheduled

Created standard practices for national dispatch center replicated in off-shore teams

Improved performance dispatch teams from 20% automation to 40% allowing 14% staffing reduction without impact to SLA

Established sustainable labor tracking for improved cost performance creating 10% reduction in admin costs to OPEX

Improved employee hiring practices churn from 34% to less than 6% for 12 month period

Steven M. Luce, Sr. (cont.)

Page 2

Created, chronicled, and maintained documentation repository for standards, practices, and equipment for the center

Created, ranked, and maintained review data for the center for standardized treatment

Advanced personnel through mentoring inter-tier and management advancement

Established performance criteria for Automatic Call Distribution performance and maintained VOIP application


Operations Manager - Installation Manager

(2008 – 2009)

Manage technicians working in Private Line Service Center tracking efficiencies and maintaining statistical process controls.

Continued to maintain the US presence of technicians as work was transitioned to off shore and centralized location. Decommissioned Atlanta site

Trained Tier II support in Kansas City to prepare their takeover of workload from Atlanta

SD/SA activities supporting MPLS, ISDN, VPN, BGP4, DNS, Physical Layer, TCP/IP, and other platforms


Project Manager/Program Manager

(2006 – 2008)

Team transitioned work to India and remaining US location needed training and documentation preparation for replacements.

Created training courses and documentation to educate new management team Telephony 101 and detailed courses on more advanced applications.

Trained remote managers how to take data from reports and analyze any slips in productivity while maintaining surveillance on off shore activities

Analyzed data and performance monitoring effectiveness of remote teams

Maintained Service Assurance and Service Delivery quality of performance during transition


Operations Manager - Private Line Service Center Manager

(1995 – 2006)

Manage technicians working in Private Line Service Center tracking efficiencies and maintaining statistical process controls.

Managed team efficiency from 10th ranked team in the center to 2nd ranked team

Promoted multiple people in the technician tiers qualified in advanced trouble shooting

Promoted 9 technicians to front line management positions and one to layer 2

Documented standards and maintained empirical data for the center performance

Managed projects, customer internal and external maintaining constant process improvements

Awarded Ambassadors Club for outstanding implementation of customer network

Lead a team that transitioned bulk of the center to off-shore facilities to India training the new staff savings $4.9 million in operating costs

SD/SA activities supporting MPLS, ISDN, VPN, BGP4, DNS, Physical Layer, TCP/IP, Frame Relay, X.25 and other platforms

Additional relevant experience

Sprint Private Line Service Center technician – Tier II Engineer

Sprint Installation technician for Switch and Ancillary Equipment test and turn-up

Bypass Supervisor for FOTs/OLTM installation Fiber splicing technician DC Installation team lead



MCAS Cherry Point NC

Sergeant (E-5)

Aviation Ordnance

Top Secret Clearance

Nuclear Weapons Loading

Honorable Discharge

Education and Professional

Financial Acumen

Ad On Sales

7 Habits Series

Shorter University

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